* Calls to this number will cost 7p per minute plus your standard network rate.

Affected by our work

We always aim to keep businesses, customers and motorists updated on any major planned work in their area. We send letters to people whose homes are affected, and carry out personal visits. In some cases, we organise public exhibitions to explain what the plans are and why the work is necessary to the wider community. This also provides an opportunity for people to ask questions and discuss some of the detail. We also provide information to AA Roadwatch and the local media.
If we can make use of technology to keep digging to a minimum then we will, but this isn't always possible.

Although it may look like there is no-one working on the site, it doesn't mean the work has actually finished. Sometimes, for safety reasons, we have to allow materials to 'settle' before starting the next stage. Even after the pipe improvement or repair work is finished, we can't always fill the holes in one day. We may be able to partially fill the holes, but this has to be given time to settle before the top layer (of concrete, asphalt etc) can be laid and set. Only when this full process is complete and everything is dry and safe to be driven or walked on, is it safe for us to allow traffic and pedestrians to use the section of the road once more.

If you smell gas then call free on

0800 111 999

Open doors and windows

Turn off gas at meter (unless the meter is in a cellar or basement)

Don't use electric switches or naked flames

All calls to the National Gas Emergency Service and National Enquiry lines may be recorded and monitored.

We have to go into all the homes and test all the gas appliances to check they’re safe when turning the gas back on.

If your gas is off because of planned pipe upgrade work, it may be that we're still working to get gas back on to your street. Our fitters work well into the evening and it could be as late as 8pm when you get a visit. If you haven’t heard anything by 7:30pm, call the number on the letters or cards you’ve had about the work.

If your gas is off because of a gas emergency, call 0800 111 999.

We have a commitment to fill holes and return the paths and driveways on your property back to normal within five working days of your gas going back on. If you have a path or driveway made of specialist or hard-to-source materials, such as printed concrete, this may take slightly longer.

We will be in touch to discuss this with you. However, if it is longer than five working days, please call the number on the letters you have received or email wecare@cadentgas.com.

We have to go into all the homes and test all the gas appliances to check they’re safe when turning the gas back on. Our fitters work well into the evening and it could be as late as 8pm when you get a visit. If you haven’t heard anything by 7:30pm, call the number on the letters or cards you’ve had about the work.

We have different teams, with different skills, doing different parts of the work. The team doing the pipework may have left because their part of the job is done, but the fitters who reconnect the gas are likely to still be in homes, safely turning the gas back on and checking gas appliances. They work up to as late as 8pm. If you still haven’t had a visit by 7:30pm, call the number on the card or letters that you’ve already received about the mains replacement to arrange an appointment.

If you have a question about our work, call our enquiry line on 0345 835 1111 or email wecare@cadentgas.com

If you have been without gas for more than 24 hours as a result of a gas emergency or an incident that is not part of our planned pipe upgrade work, then you may be eligible for compensation. Call 0345 070 0203 (option 2) or email box.GSOSAdmin@cadentgas.com.

Under the gas industries’ guaranteed standards of service the following compensation arrangements apply:

Properties used for domestic purposes only, will be entitled to £30 for every complete 24 hour period without gas up to the point at which we first visit the property to reconnect the supply, capped at £1,000. From 1 April 2019, payments will double and the £1,000 cap will be removed. Properties used for non-domestic purposes only (e.g. factories), will be entitled to £50 for every complete 24 hour period without gas up to the point at which we first visited the property to re-connect the supply, capped at £1,000. From 1 April 2019, payments will double and the £1,000 cap will be removed.

The work we do is important to keep the energy flowing and communities safe. Whether we're responding to an unpredictable gas emergency, or carrying out essential upgrades to our pipes, we will work hard to try and keep the impact on your trade as small as possible.

However, if our work in your street has taken more than 28 days, and your business relies on customers visiting the affected premises to trade, then you may be able to claim compensation.

Certain criteria has to be met in order to make a claim.

Our work must have taken more than 28 days to complete

Your annual turnover must be under £1.77million (excluding VAT)

Any loss to trade must exceed 2.5 per cent of the annual turnover of the business.

The loss to your business must be more than £500

Any loss must be as a direct results of our work

If you want to talk about this or would like a claim form, please call 0845 757 3202 or email: cs.busclaims@cadentgas.com
This call will cost 7p per minute plus your phone company's access charge.

Connections

We don't supply or fix smart meters. We look after the pipes that get gas to your home.

* All calls are recorded and may be monitored. Please only call the national gas emergency number 0800 111 999 if you have a gas emergency: if you smell gas or you suspect you have a carbon monoxide issue. If you have an issue with your gas boiler or any other gas appliance please see this advice.